Team Leader: Agents at NTT Ltd.

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

• The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues.
• The Call Center focus specializes in placing or answering calls to customers related to pre-and post-sales service.
• Requires to maintain product knowledge and awareness of customer service policies.
• May develop business opportunities based on calls.
• Incumbents in this job family are typically responsible for directing and guiding the work of teams and/or individuals.
• Typically incumbents would be responsible for performance reviews, pay reviews, and may have hire/fire decision-making authority.

Working at NTT

What will make you a good fit for the role?

KEY INTERNAL AND EXTERNAL RELATIONSHIPS

Internal Purpose

• Colleagues / Team Leader Team meetings, information sharing Operations Manager Information sharing, ideas and improvements, problem solving line management support / coaching and feedback Coaching and counselling, provide line management Quality Assurance Feedback sessions, setting action plans External Purpose Customer Escalations of queries